Shipping & Returns

General Terms:

Lovely Dog Depot reserves the right to update the rules when necessary, and the updated version will be published on www.lovelydogdepot.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Lovely Dog Depot immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Lovely Dog Depot. The supplier will publish their own Return & Refund Policy on the product detail page. Lovely Dog Depot's policy shall prevail in case of conflict with the supplier's policy.

For after-sales issues, buyers should file a return & refund request within 30 days of the delivery date (except for several suppliers whose after-sales period was agreed by Lovely Dog Depot ). If the period of the Return & Refund request filed exceeds the period, the supplier reserves the right not to provide any after-sales service after that time.

Before an order is shipped, the buyer has the right to request a refund by clicking the "request refund" button in the Lovely Dog Depot buyer center or by contacting Doba customer service. Please note that some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.

If the supplier cannot fulfill the buyer's order within the order processing time indicated on the Lovely Dog Depot product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel and refund the order.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier should refund the buyer when the return shows as in transit on the logistics website with the supplier's provided prepaid return label.

Lovely Dog Depot shall not require the supplier to accept after-sale requests for "non-defective remorse returns"; the supplier has the right to accept or reject the request as per their policy shown on the Lovely Dog Depot product page. Lovely Dog Depot will abide by the supplier's policy under this condition.

If the supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and requires deducting a "restocking & repacking fee", under Lovely Dog Depot policy restriction, the "restocking & repacking fee" in total the supplier deducted shall not exceed 35% of order total price.

Lovely Dog Depot shall not require suppliers to provide warranty, such as whether to provide warranty or not, or the way of warranty handling.

Lovely Dog Depot shall restrict the refund time and redelivery time under the condition, including but not limited to the order being refunded based on the supplier's policy or Doba's policy, agree on refund or redelivery between supplier and buyer or others, supplier must refund within no more than 3 business days, or redelivery within no more than 5 business days.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to the supplier or Doba. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier and/or Lovely Dog Depot has the right to reject the return and refund request.

Whether the evidence is compelling or not will ultimately be determined by Doba.

Under Various Circumstances:

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

2. Goods Returned in Transit

If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days of the refund request. In the same case, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of the buyer's refund request, or redelivery within 5 business days of the request.

4. Wrong Receipt Information

If the buyer puts wrong receipt information on an order, the buyer should contact the supplier via "Contact Seller" or contact Lovely Dog Depot customer service to request the supplier update the order with the correct receipt information.

Please note that receipt information correction or order cancellation are not guaranteed.

If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.

If the goods have been delivered to the wrong recipient, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods, upon the buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will additionally be in charge of the redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the losses.

5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Lovely Dog Depot, the supplier should check the proof and give a response within 3 business days.

If the proof checked by the supplier is not showing the problem clearly and/or if the proof checked by Lovely Dog Depot is not showing the problem clearly, the proof is invalid, and the supplier/Lovely Dog Depot has the right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by the supplier/Lovely Dog Depot, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods do not need to be returned, the supplier should refund the order within 3 business days of the refund request.

If proof is valid and the buyer requests redelivery, the supplier should redeliver within 5 business days of proof approval. Please note suppliers have the right to refund the order if the redelivery products have no stock, or buyers are able to reorder products when the products are restocked.

6. Logistics Issues

6.1 Invalid tracking information

If Lovely Dog Depot verifies the tracking number is wrong, and the supplier fails to provide the correct one within 4 business days, Lovely Dog Depot will refund the order.

6.2 Untimely Tracking Info Updates

If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Lovely Dog Depot requires the supplier to refund the order within 3 business days since the buyer's request.

Note: this clause is not applicable for special time/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.

6.3 Too-long Shipping Period

If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. Lovely Dog Depotrequire supplier refund order within 3 business days as requested by the buyer.

Note: This clause is not applicable for special time/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.

7. Other

When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through the Contact Us page or contact the supplier through their Lovely Dog Depot account with the order "Contact Message" option to solve the goods or logistics issue.

Lovely Dog Depot will try its best to assist buyers in these special circumstances in a timely manner. After notifying Lovely Dog Depot, Buyers should expect a decision from Lovely Dog Depot on these types of issues no later than two weeks.

8. Attention

If buyers are unsatisfied with the solution to the order after-sale issues, buyers have the responsibility to open a dispute with Lovely Dog Depot to help deal with the after-sale issues.